Often, customers value good customer service above many other factors when making purchases. Offering good customer service is one way a business can stand out in a crowded and competitive market.
There are many factors that contribute to providing good customer service:
knowledgeable, helpful and friendly staff
meeting all legal requirements
quick delivery
efficient service
excellent post-sales serviceService given after a product has been purchased, eg technical support or dealing with complaints. and support
good product availability
Good customer service is important, as customers who are satisfied with their purchase and the customer service they have received are more likely to become regular customers. When customers post recommendations online or speak positively about a business to people they know, this helps the business to build a good reputation and positive brand image.
Differentiation is the process of making a product or service different from others so as to make it more appealing to a particular target marketA group of people or area of a market that a business aims to sell its products to., eg smartphone manufacturers often differentiate their products by offering faster processing speeds and a longer battery life. Excellent customer service is a method of differentiating a product from the competition and providing a competitive advantageAn advantage gained over a business' competitors, either by offering lower prices or by offering better products or services that justify a higher price. , which allows businesses to charge a premium price. This will also lead to increased sales via repeat purchases.
